Complaints

This profile includes complaints for Monro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Monro, Inc.

  295 Woodcliff Lane Fairport, NY 14450

• 

  Monro, Inc.

  214 West Avenue Albion, NY 14411

• 

  Monro, Inc.

  980 Central Ave. Albany, NY 12205

• 

  Monro, Inc.

  1511 Rte. 9 Clifton Park, NY 12065

• 

  Monro, Inc.

  791 W. Main St. Rochester, NY 14611

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/21/2022, I purchased 4 ******** tires (Invoice #: ******). The manager explained to me that if I purchased using a "Drive Card", that I would receive $200 back in the form of a "**** card". I completed the necessary paperwork. He assured me that there was nothing else that needed to be done. I received my "Drive Card" statement and completely paid the balance well before the due date. After several calls to the location and at least three calls to Monro, the parent company, and promises for a return call, I have received no explanation.
  
  In the meantime, my son purchased tires from the same location. He has not received his rebate of $125.

  Business Response

  Date: 01/05/2023

  This letter is in response to the complaint from Matthew
  ******, #********.            We
  apologize to Mr. ****** that the rebate he had been informed of while having
  service done to his vehicle was not handled appropriately with the company that
  sends out the rebate checks.   We have followed
  up with the team here at our corporate office that deals directly with this
  rebate company, and we have received a tracking number for the Check that will
  be sent out to Mr. ****** for his rebate.  These rebates are not handled through our corporate office directly we
  have a company in Texas that sends these out.  If Mr. ******’s son is also having this same concern, we would request that
  his son reach out to our guest services line for us to follow up with the
  department that handles these rebates.  The number to call is ###-###-####.  The rebate company does ask Once the check is
  printed, please allow 7-10 business days to receive via standard mail.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Tire Choice on 10/23/22 because they were the only tire shop opened on a Sunday to fix a leaking car tire. Upon inspection, the shop found a nail on the sidewall of the Front Right (F/R) Passenger tire and advised to replace. Upon further inspection, the shop also found a nail in the Back Right (B/R) Passenger tire. The shop said they will replace F/R and fix B/R tire. Picked up the car and paid $174.49. Later that night, after returning from the gym, the B/R tire was completely flat and the tire cap was not placed back on after the service. Called *** but it would take 1.5 hrs for service. Called a friend to help and ended up taking 2+ hrs to take off the flat tire and affix the spare tire on. The next morning, I returned to Tire Choice to let them know what had happened. The Mgr, Billy, said that this has happened before and that the employees were not completing or inspecting their job. The Mgr Billy said he will submit for a full refund for the paid amount and will take about 2 weeks. I went to another tire shop in town to replace the B/R tire bc I did not feel confident in Tire Choice’s work. Come to find that I also had to replace my Back Left (B/L) bc Tire Choice did not find/see that my B/L also had a nail in it. I have gone back to Tire Choice 2x to follow up and each time, Billy said he will follow up. Billy will not provide a copy of the refund paperwork. He took a picture of the paperwork and sent to his boss, he said ; but It is now more than a month and I still have not received a refund from Tire Choice .

  Business Response

  Date: 01/03/2023

  This letter is in response to the complaint from ****** ****,
  #********.            I apologize
  that Ms. **** has had this experience with one of our locations.   The manager Billy and the technician no longer
  work at the location in Alameda, CA that Ms. **** had her tire installed.   I would not be able to offer a refund for
  the tire Ms. **** purchased and it is my understanding that Ms. **** still has
  possession of the tire.  Due to Ms. ****
  having the concern with the tire going flat after we installed it onto the rim,
  I can offer a service credit that can be used at any one of our locations for
  future service.  Ms. **** still has our
  tire that we installed onto her vehicle on October 23, 2022.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have reviewed the response made by the business in reference to complaint ID ********.  Although it is no consolation that the employees no longer are employed with Tire Choice, the whole situation is frustrating and feel as though the lack of workmanship will not be addressed.   The time spent trying to rectify this has been very trying and treated very carelessly and luckily, I or any one else were not hurt. IF we accept the offer of Service Credit, will there be an expiration date? or will the Credit be open and how or what is part of the "Service Credit" to include?
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****

  Business Response

  Date: 01/10/2023

  This letter is in response to the complaint from ****** ****, #********.            We apologize
  that the tire was not installed correctly on your vehicle, and we would
  encourage you to take the vehicle to anyone of our locations to have this
  addressed.   The complaint has been filed
  here at customer service and the management that oversee that location will
  address this with the personnel at that location to be sure that they are doing
  their second checks as per our company protocol.    As for the Service Credit this would be for
  $100 and can be used at any one of our locations.  This is going for up to one year and if you
  do not use it within that year, you can send it back to us and we can reissue a
  new service credit.    This would be
  valid for any service you may need on your vehicle that our shop is able to
  perform.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/10/2022 brake line on my **** **** 2008 vann was leaking, I had it towed to. MR.Tire. to repair the break line . Mr.tire let me know one break line was in need of repair. They informed me they could not replace one break line although nothing was wrong with the other 3lines they needed to replace all 4lines. I told them no I just want the line that was leaking fixed. They refuse to repair the line. I was told it would cost ****. Dollars. To do all four lines. It was more then I wanted to spend. I said ok. They called me around 4:45pm said my truck would be ready by 5:50. I could pick it up before 6:00pm because they close at 6:00. I could not make it at that time. I went the next morning around 9:05am. My truck was not ready. I needed to get something out of my truck. I was in my truck over 20min on one was working on my truck nor did anyone come to see what was doing. They were talking laughing appears they were having a good time. Christ told me I needed brakes on the back. They wanted to install them for $598.00. I told him no. They called me 1hr later trying to get me to let them put on my breaks. I told them no . That's when they told me they broke the bleeder's on both my brakes. I was very angry, they did on purpose. I told them no . I will have my truck towed out of their. That's when they told me I was over charged. I was told the computer made a mistake that they could do the brake lines and brakes for ****. But the calibers will 200 each I told them no. They are ripping me off. Then I told they do it all for 1800. My truck would be ready by 3:15. I went to pick up my truck by5:15. They said it was ready. I wanted to test drive it be for I paid my bill the refunded. I had the bring out my truck . The brakes went to the floor. They did not want to fix them . They ended up keeping my truck another day. After I paid them. Now my abs light comes on. That never happened before.

  Business Response

  Date: 12/27/2022

              We here at
  customer service apologize that ******* is having this concern after having
  this brake work done at one of our locations.   I would ask that if there is a concern with the work that we performed ******* can take the vehicle to any one of our 1300+ locations to have the vehicle
  looked at or if she is not comfortable doing that and decides to take the
  vehicle to an outside location.   We
  would ask that she provide documentation of what it took to fix the concern and
  we can review that documentation at that time. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 12/27/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  
  
  Regards, 
  
  ******* ****

  Customer Answer

  Date: 12/29/2022

  I do have any other. Information. 

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to get my tire pluged they said they couldn"t plug it because the wires were sticking out in the inside of the tire i ended up ordering 2 new tire because the didnt have them in stock i had to put 100.00 dollar deposit down i told him i had a warranty with dealership for the tires he said call them to see if they would reimburstement for the tires . the dealership told me with the warranty i would have to bring it to the dealership i brought it from so i called *** **** to cancal order so i can get my vehicle fixes *** **** said i cant ge my deposit back . *** **** never desclose that deposit was non-refundable.

  Business Response

  Date: 12/26/2022

  This letter is in response to the complaint from Collier
  ****, #********.            We apologize
  that ******* did not have a more pleasant experience with our location.   I have walked the shop through the process
  to get the deposit that ******* put down on their tires refunded back.   Due to this being a cash deposit
  unfortunately our shops are unable to provide cash back so this does have to
  come out as a check from our corporate office.  This should be processed within the next few days and due to us only sending
  checks out once a week the check will either go in the mail on January 2, 2022,
  or the following Monday.  I do not have an
  exact timeline due to the refund having to be processed through our accounting
  team before it is processed here at customer service.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a diagnostic from a ***** Dealer on my truck. I went to Monro for the repairs. They said they would fix my brakes, a thermostat, and a ball bearing on Saturday. They didn't and said they would finish on Sunday. They didn't and had me bring it back on Tuesday. They promised it would be done but they didn't even touch it. Then they said they would finish it on Thursday (a week before Thanksgiving) and they didn't and they broke a part and needed it shipped and it wouldn't be in until Monday. They told me my truck wasn't drivable to use in the meantime. They gave me my truck back on Monday and I drove it for 30 minutes and the check engine light came on, I brought it back to them again to be fixed but they said they were closing. I brought it back Tuesday and they it was fixed. Then I drove it the 1st time on Thanksgiving, and several warning lights came on and the truck died and needed to be towed. We brought the truck back in and they said it was leaking air from the housing of the thermostat not being tight but the truck broke down due to a throttle position senor being broken which was unrelated even though it is right next to the thermostat they replaced. They took no responsibility for breaking it even though it wasn't broken before it went to Monro. We have spoken to the manager several times. We have called corporate 4 times and they never returned the calls as promised. We paid them over $1200, and would like a full refund due to all of the false promises and inconveniences and for returning the truck in an unsafe condition. We had to take it to another mechanic to be checked since we don't trust their work and they found several problems and said the truck was not safe to drive due to the work done at Monro. We had to pay another $632. Monro said they would reimburse us for the $632 in 2 weeks but we have not gotten the check and continue to get the run around.

  Business Response

  Date: 12/23/2022

  This letter is in response to the complaint from ****** *****, #********.            We
  apologize that Mr. ***** has had this experience with the services our shop performed.   Our customer service department is
  processing a refund for the invoices Mr. ***** provided from ****** ******* center.  This refund will be sent out in the form of a
  check in the amount of $632.56 to the address Mr. ***** provided here to the BBB.  We will process this check the Thursday December
  29th and it will be mailed out on January 2, 2023.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car a ***** ******* to Mr. Tire Auto Center.  They replaced the motor mounts and transmission mount, and wheel alignment.  The manager told me the car is fixed.  I started the car up and drove it.  The car had vibration in it.  I told the manager Tyler B**** the car was not fixed right.  The manager told me the virbration was normal I was not going to quarrel with him.  On 11/15/22 I took my car to ********** **** ***** **** ********** ** ** Canton, OH.  They replaced the motor mount and transmission mount and did a wheel alignment.  They fixed the car right the car runs good.

  Business Response

  Date: 12/22/2022

  This letter is in response to the complaint from ***** *****, #********.            We apologize
  that Mr. ***** has had this experience with the work our shop did having to be
  redone elsewhere.   I would ask that Mr.
  ***** provide the paid invoice form ********* **** **** regarding what needed
  to be done at their location and we can review it at that time.           Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/21/2022 Service Done Wheel Alignment @ 1511 RTE 9 shop # 146
  in Clifton Park NY 12065
  I was not satisfied with the job done. so I brought my car back
  3 times all together including the first time. the Alignment is still
  not right. so they do not know how to do it right. I wont go back
  to them . I would like my money back, and I will get it done elsewhere
  where they no what they are doing

  Business Response

  Date: 12/20/2022

  This letter is in response to the complaint from ***********,
  #********.            I was able
  to pull up Mr. ***********’s invoice for the alignment that he had on August
  21, 2022, unfortunately the alignment is no longer under warranty and Mr.
  *********** has not been in contact with our customer service department
  regarding his complaint of the service.   I see a second invoice that shows that Mr. *********** did return to
  have the alignment redone however we would be unable to refund for the
  alignment being done incorrectly due to it no longer being under warranty.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the tire warehouse in Laconia NH to buy new tires, and have them put on my car. Little did I know, that allegedly the times I had gone to another tire warehouse location to have my alignments and balancing done (after buying the lifetime package on those tires), they had simply not done the work, which resulted in my back wheels scalloping and my front wheels wearing down to metal. I had my front passenger tire blow out on the way home from work because of it. Flash forward, and I'm waiting on the tires to get finished being put on. Go for walk, come back, and find that they have exploded the locking lug on my front tire, because instead of taking them off first by hand like you are required to, they took them off last with an impact wrench, which is a surefire way to have issues. They then proceed to drill through the remnants of the lug to remove it, drilling through the actual wheel, rotor, and the lug post, when all they had to do was remove the post from the other side. The entire assembly was damaged by the end of this, and they sent me on my merry way, stating that they would replace the wheel and rotor, offered a free alignment, and stated that management would be in touch re the replacement parts and to further the 'making things square.' I returned the next week and did receive the alignment, but had not heard back from either the local manager, nor anyone from the company. The phone calls made to the company went unanswered, and to this day never heard back from anyone. The damage was a liability to the safety of me and my family, including my newborn daughter. The damage was completely avoidable, and everything the technician did only made things worse. The wheel itself was $595.79 for replacement, TPM sensor was 149.41, wheel cap was 54.81 and the rotor was 91.49, plus 20 bucks or so for lugs. Really, profoundly disappointed. They owe me 911.50 for the parts, plus whatever else for the stress and danger they put me through. Still so mad.

  Business Response

  Date: 12/15/2022

  December 15, 2022 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ******* ****, #********.             I apologize
  that Mr. **** has had this experience with one of our locations.   I have forwarded Mr. ****** information over
  to our risk management department for them to investigate the claim of damage
  done to Mr. ****** vehicle.  They will be
  in contact with him as soon as possible to discuss the further steps in this
  process. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. WITH THE CAVEAT THAT- The business actually follows through with further communication. Due to the precedence set already, I am doubtful of this matter being resolved satisfactorily or in adequate time.  
  
  Regards, 
  
  ******* **** 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: December 5 and 6th 2022. Cost of labor: $429.99. Parts:$350.
  I brought my car to Tire Choice (store
  #0856) for a simple brake job. Due to my
  car vibrating when braking. They told me I
  didn't need new brakes; but in fact I
  needed a new drivers side front end. The
  mechanic stated that after they perform
  this work. My cars vibration would stop.
  They said I would need to replace my
  outer tire rod, wheel bearing, and hub.
  The mechanic then said they didn't have
  the right tool to install the lower control
  arm, so I would need to replace that also,
  and pay for the labor to install the part.
  The mechanic then said the part was
  incorrect and I needed to rent a tool kit so
  they could install it. They said I didn't
  need the tool kit after I already paid to
  rent it. After having my car for more then
  two days and replacing all of the parts I
  just mentioned. My cars issue isn't fixed at
  all and is in fact even worse then before
  brought it to them. My car now violently
  vibrates when I brake even worse then
  before I brought it to them. They also
  charged me for an alignment service.
  Which they did not perform. Now my car
  drastically pulls to the right while driving.
  When it did not do so before I brought it
  to them. They also lost two of my lug nuts
  and replaced them with mis-matching
  aftermarket lug nuts. When I called to
  speak with the manager. I was told the
  manager was fired and no one could help. I asked for them to just refund half of my labor costs and they refused.

  Business Response

  Date: 12/16/2022

  This letter is in response to the complaint from **** ******,
  #********.            Unfortunately,
  I would be unable to proceed with a refund at this time however I would ask
  that Mr. ****** send documentation regarding the repairs that were needed to be
  done on the vehicle including the alignment that he is stating was not done or
  not done correctly by our shop I would be able to investigate this further and
  find a resolution.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My cars rotors were warped. Which was causing the vibration. I came to Monro for them to replace my rotors. They said my brakes we’re completely fine. Which they weren’t. They said the vibration is from a bad front end. Which was a bold faced lie. After they charged me $429.99 for service plus over $300 in parts they said I needed, and kept my car for 2 days. My car still had the same vibration and noise. I took it to another shop and had the front rotors replaced and it solved the issue right away for $100 in labor cost and $100 in parts.
  
  Regards,
  **** ******

  Business Response

  Date: 01/24/2023

  This letter is in response to the complaint from **** ******, #********.            The
  documentation we have requested has not been provided.  We are asking for an estimate of what needed
  to be done to fix the vehicle or documentation showing that the services we
  provided did not fix the issue with the vibration.  I would be happy to assist Mr. ****** further
  once we are given the appropriate documentation we have requested.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this company because I had an issue with my 2006 **** *** riding rough. I paid this company $2800 and what they didn't fix the issue. I went to another shop and they fixed me issue.

  Business Response

  Date: 12/14/2022

  This letter is in response to the complaint from ******** ******, #********.            If Ms. ******
  had to have our work redone elsewhere, I would ask that she share this
  documentation from the outside shop that fixed her vehicle for us to find a suitable
  resolution to this concern.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.